Complaints
This profile includes complaints for HomeServe USA Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 963 total complaints in the last 3 years.
- 341 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have homeserve for a little over two years and this was second time calling this warranty company for an issue in my home. I had a pipe that burst inside of my crawl space, I belive the pipe was frozen due to the inclement weather we have had in the area over the past two weeks. I called home serve to report this issue on 12/27/22, presently I still have this repair in my home and my water is totally turned off in my home. I have not had water in my entire home since this time. I have called them repeatedly, regarding this repair. Home serve took my issue and scheduled **** **** plumbing to come to my home the next day (12/28/22). One 12/28/22, @ 11:11am the appointment was cancelled and it was not done by me. When I called homeserve about this issue, I was told that the company cancelled this appt for not getting the contract from homeserve. As I explained to the representative, this is not right to the customer due to an appt being cancelled and the contracting company did not get the work invoice, they scheduled another company to come out to my home the next day which was 12/29/22. I asked to speaks to a supervisor on 12/28, I was told they send an email and someone will contact me within 24 hours regarding my issues. I did not hear from anyone, and if they did call me, there was no message left on my voicemail. Once 12/29/22 came, the new contracting company (Haynes Plumbing) came to my home, and my issue was not fixed, they did inspect the crawl space, but I was told by the plumber he was not able to fix it (he did not let me know the reason why) and I was once again left with no water. I called numerous of times on 12/30, pleading to speak with a supervisor and to find out what is going on with my case. I have still not heard from anyone to correct my issue. I had to end up calling a bigger plumbing company to hopefully fix my issue which should not be the case if I am paying for a warranty company. I am writing this complaint due to homeserve has taken my money each and every month and I was left with calling another company and paying out of pocket.
Business Response
Date: 01/06/2023
We are in receipt of the
complaint filed by Ms. **** and regret to learn of her dissatisfaction.
HomeServe USA places our customers at the heart of
everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to
report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
investigation of the issue and as a result, called Ms. **** on January 4, 2023.
The OTP member advised that the request for reimbursement had been approved to
cover the third-party repair cost. On January 5, 2023 the OTP member called Ms.
**** and offered $125.00 as a courtesy due to poor customer experience. Ms. ****
accepted this resolution offer.
We
trust this response satisfactorily resolves Ms. ****’s concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome Ms. **** to reach
out to us with any further concerns.Customer Answer
Date: 01/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ****Initial Complaint
Date:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I put in a work order with HomeServe around 10/24/22 to address a toilet backup problem. The backup involved a utility sink, washing machine in the laundry room and the toilet in the bathroom next to it. Over the next couple of months, the *** ******** contractors ran an auger through the drains three times; jetted the drains twice from the roof; used a high-tech camera to find the blockages; dug up my yard twice (first time they dug up the wrong spot). After repairing the pipes/drain blockage in the yard, we assumed the problem was finally resolved. That is, until I used the utility sink on 12/24/22. When I ran the water, the toilet in the bathroom next to it started to make bubbling noises. Immediately stopped using the sink. But over the next few days the toilet began to backup/overflow again.
On 12/27/22, I called HomeServe and they sent a *** ******** contractor out on 12/29/22 to address the problem. The contractor ran a camera and apparently found a new blockage. He ran an auger but it couldn't reach the blockage. I was told that they would have to come back with a 75 ft. auger.
*** ******** gave me an appointment on 01/04/23. However, the toilet backed up with raw sewage again. I’m a 61 year old female, getting ready to have hip replacement within the next few weeks. I had to clean up the overrun. When I tried to flush the toilet, water gushed from underneath the toilet running again. I turned the water off at the toilet. But the toilet made tic**** noises and water continued run underneath. I had no choice but to turn the main water off. It was horrible! I called HomeServe and explained the situation. I told them that I didn’t have running water in my home. I’ve had to buy water to use for essential needs. I flush the toilet I use with buckets of water. Here it is 01/02/23 and HomeServe claims that they raised the issue to “Critical” status, but can’t get anyone out until 01/04/22. This is an unacceptable situation.Business Response
Date: 02/15/2023
We are in receipt of the
complaint filed by Ms. **** and regret to learn of her
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously
and are happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue. According to our records Ms. **** requested an
estimate for the repair from the network contractor to submit to her Homeowners
insurance. According to our records the estimate was approved by USAA
Homeowners insurance, however Ms. **** chose to use a third-party and not the
network contractor to complete the repair. The OTP member emailed Ms. **** on
February 14, 2023 to request clarification that the repair had been completed
by a third-party contractor. To date we have not had a response.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
**** to reach out to us with any further concerns.Initial Complaint
Date:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tune up to furnace scheduled today, Friday, December 30. The technician came and left. This evening, after turning on the heat in the second zone of our home, it is not activating. The technician must not have properly reactivated the system. I called Homeserve customer service and could not get service to the furnace until tomorrow. This is unacceptable. The problem was the result of poor service. It is now 40° and no satisfactory response to my problem was offered by customer service. I was hung up on once by a representative. We are very disappointed, especially because the problem has nothing to do with the furnace, but with incompetence. Customer service made me feel like I was doing them a favor by speaking with them. Unethical practices and unprofessional response.Business Response
Date: 01/03/2023
We are in receipt of the
complaint filed by Mr. ******* and regret to learn of his
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously
and are happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President (“OTP”) conducted a detailed
investigation of the issue and as a result, called Mr. ******* on January 3,
2022. Mr. ******* confirmed that the repair had been completed, and his heating
was restored on December 31, 2022. The OTP member apologized to Mr. ******* for
the delay in a return visit to rectify the no heat issue after his tune up on December
30, 2022.
We
trust this response satisfactorily resolves Mr. ******* concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome Mr. ******* to reach
out to us with any further concerns.Initial Complaint
Date:12/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the past 4 years I have paid $7.99 each month to Home Serve thru ****** *****. For the first time I try to use the service to fix a dorm outlet and they put several excuses for not doing the job.
They say that the wire is not under code and is not true since a few years ago a complete change was made to the electrical system by an electric company.Business Response
Date: 01/10/2023
We are in receipt of the
complaint filed by Mr. ***** ******** and regret to
learn of his dissatisfaction. HomeServe USA places
our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer
complaints seriously and are happy to report that we have resolved this issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation and as a result, called Mr. ******** on January 5, 2023, and offered
to provide a monetary settlement to help with the cost of repairing his outlet
through a third-party contractor. Mr. ******** accepted this outcome.
We
trust this response satisfactorily resolves Mr. ********** concerns. We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr. ******** to reach out to us with any
further concerns.Initial Complaint
Date:12/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased interior plumbing and draining coverage from Homeserve on 04/18/2019 and this contract was set up for automatic renewal along with my bank draft information. Today I called for plumbing service and was told I know longer have coverage because policy wasn't renewed. I explained I have 3 account with Homeserve and all automatically renew. While researching Homeserve stated I had inside electrical line coverage. However I never asked for inside electrical and has been charge for this service for almost 2 years. I explained they messed up and switch my interior plumbing to inside electrical. I want interior plumbing service to be restored and I want a full refund for paying for inside electrical service. If this isn't resolved as soon as possible. I will file complaint with Department of insurance and will file small claims suit against Homeserve.Business Response
Date: 01/12/2023
We are in receipt of the
complaint filed by Mr. ******** and regret to learn of his dissatisfaction.
HomeServe USA places our customers at the heart of everything we do and
considers customer satisfaction of utmost importance. We take customer
complaints seriously and are working with Mr. ******** to resolve the issue to his
satisfaction.
In response to the complaint a
member of HomeServe’s Office of the President contacted Mr. ******** on January
12, 2023. Mr. ******** advised that he was not available to discuss his
complaint at this time and requested he reach out to us at his earliest convenience.
We appreciate you bringing this matter to our attention
and giving us the opportunity to respond. We welcome Mr. ******** to reach out to us with any further concerns.Initial Complaint
Date:12/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am insured with homeserve for couple years now. I am having a heating issue in my house so I called homeserve and they sent. Technician to the house but the problem continue a day after they left. Finely another technician Arrived and found the actual problem and recommended to replace a part. When we call the company we were told that someone is going to contact us. It’s been 6 days now and no calls. Also, every time we call the company we are told that they will take care of it but in the meantime, house is freezing with an older person leaving here. They are not taking responsibility for this matter and ignoring us.Business Response
Date: 01/11/2023
We are in receipt of the
complaint filed by Ms. ****** and regret to learn of her continued
dissatisfaction. HomeServe USA places our customers at the heart of everything
we do and considers customer satisfaction of utmost importance.
A member of HomeServe’s Office
of the President has made several attempts to contact Ms. ******. As we have
not been able to reach Ms. ****** by telephone, a letter has been mailed. We encourage Ms. ****** to contact us to discuss
the issue.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Ms.
****** to reach out to us to discuss resolution options.Initial Complaint
Date:12/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a plumbing claim with HomeServe and it was denied because according to the rude agent, “the plumbing issue was sprinkler related and not connected to the home”
She was incorrect - but didn’t care about listening.
I have a guest house - that is connected to the house, which ties into the same line as the sprinkler line. This line provides water to the “guest-house” bathroom (toilet, sink/faucet, and shower).
Aerial view of my residence will reveal that the guest house / garage - “is connected” (for insurance purposes) to the house.
The “agent” with HomeServe who now caused this BBB complaint - could not have cared one bit.
Shame on her.
Consequently, this claim is viable and should be paid and not denied.Business Response
Date: 01/10/2023
We are in receipt of the complaint filed by Mr. ****** and
regret to learn of his dissatisfaction. HomeServe USA places our customers at
the heart of everything we do and considers customer satisfaction of utmost
importance. We take customer complaints seriously.
In response to this complaint, a member of HomeServe’s
Office of the President (“OTP”) team conducted a detailed investigation of the
issue. Mr. ****** called HomeServe on December 24, 2022, to report a water leak
on the exterior of the property and confirmed that he had turned the water off.
A network contractor was deployed to the home, they determined the leak was
coming from a pressure vacuum on the irrigation line. The irrigation line is a
branch line and is directly excluded from coverage:
“Line exclusions: 2 Lines that branch off the primary Water
Line”.
The OTP member called Mr. ****** on January 6, 2023 and
advised that per the terms and conditions the repair was not covered.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We welcome Mr. ****** to reach out to us
with any further concerns.Customer Answer
Date: 01/10/2023
Complaint: ********
I am rejecting this response because: There is absolute no statement that covers exclusions for “branching off” - totally made up - that should have not covered my repairs. I am not accepting HomeServes inaccurate response. My claim should have been paid.
Sincerely,
****** ******Business Response
Date: 01/23/2023
We are in receipt of the complaint rejection filed by Mr.
****** and regret to learn of his continued dissatisfaction. HomeServe USA
places our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer complaints seriously.
HomeServe’s position on this matter has not changed, the
repair was not covered. The Service Agreement terms and conditions states under
the line exclusions section, Lines that branch off the primary line are not
covered.
It was determined that the leak was coming from Pressure
Vacuum on the irrigation line. The irrigation line is a branch line and is
directly excluded from coverage.
We appreciate you bringing this matter to our attention and
giving us the opportunity to respond. We welcome Mr. ****** to reach out to us
with any further concerns.Customer Answer
Date: 01/24/2023
Complaint: ********
I am rejecting this response because:HomeServe has blatantly ignored the terms of the contract and if they are willing to allow this issue to hit social media - they did it to themselves. The reputation of a company is all that they have and thus, no company is ever too big to fall.
HomeServe has refused to admit that this leak was part of the house and additionally, HomeServe has never mentioned to the Better Business Bureau that pictures of the location were requested - to validate the claim.As a BBB me member, Home Serve has an obligatory *** *** to make this right or I am asking the BBB to push this file to mediation. I am prepared to take this complaint to the Council of Better Business Bureaus.
The lame excuse rebuttal of HomeServe is not accepted. ********, ********, ******, and ********* is the next step - mentioning the unscrupulous behavior of the company that advertises its products and pride in its customers. This is unacceptable and unconscionable - especially when HomeServe continues to validate their response based on inaccurate information.
Sincerely,
****** ******Business Response
Date: 02/06/2023
We are in receipt of the
complaint rejection filed by Mr. ****** and regret to
learn of his continued dissatisfaction. HomeServe
USA places our customers at the heart of everything we do and considers
customer satisfaction of utmost importance. We take
customer complaints seriously and are working with Mr. ****** to resolve the
issue.
In response to this complaint
rejection, a member of HomeServe’s Office of the President emailed Mr. Aubert
on February 1, 2023. The OTP member requested further information about the
repair, as it had previously been determined that the leak was coming from the
pressure vacuum on the irrigation line. The
irrigation line is a branch line and is directly excluded from coverage:
“Line exclusions: 2 Lines that
branch off the primary Water Line”.
Mr. ****** emailed two receipts
on February 3, 2023 for review. The OTP member reviewed these receipts and
emailed Mr. ****** on February 6, 2023. Mr. ****** was advised as a courtesy to
resolve the dissatisfaction, the receipts for $222.81 were approved to support
the out-pocket-cost for the third-party repair.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr.
****** to reach out to us with any further concerns.Customer Answer
Date: 02/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:12/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Serve Cancelled my Interior Plumbing Policy ********* 10 days ago without any notice to me and then they tried to bill me for a new policy starting on December 12th, 2022.
The policy they cancelled without any notice was paid in full on August 27, 2022 in the amount of $119.88. They also did not credit me any funds for the remaining time on my insurance policy which would be from the time they cancelled it without notice to August 2023.
When I called them to remedy the issue they said there was nothing they could do as their system cancelled the policy 10 days ago. I tried to explain to them that the policy was paid in full for one year from August 2022 to August 2023 and that at no time did I cancel this policy and at no time did they inform me they cancelled it nor have they provided a credit for the remaining period that I have pre-paid for.
The service agent then hung up on me. So in closing I paid for a 1 year policy from August 2022 to August 2023 that this company cancelled 10 days ago, without any notice to me and no credit back.
I have included a screen shot of my full one year payment made to this company on August 27, 2022 for policy #*********.
I want to know why they cancelled my policy without legal notice and where is my credit back or the remaining period that I paid for.Business Response
Date: 12/30/2022
We are in receipt of the
complaint filed by Mr. ***** **** and regret to learn of
his dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of utmost importance. We take customer complaints
seriously and are happy to report that we have resolved this issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Mr. **** on November 28,
2022, and confirmed that his Internal Plumbing and Drainage coverage was
active, and that no policy payments were due until December of 2023. Mr. **** accepted
this outcome.
We
trust this response satisfactorily resolves Mr. ****’s concerns. We appreciate
you bringing this matter to our attention and giving us the opportunity to
respond. We welcome Mr. **** to reach out to us with any further concerns.Customer Answer
Date: 12/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:12/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So ive been on hold 3 hours, today 12/24/2022 no one picks up. I have a heart condition. The heating upstairs, is barely blowing heat. How do a schedule a appointment, when no one answers. Why aim i paying for a contract, when no one answers.
*** ********
** ********** ****** ********* *** **** ***** *** *** ****Business Response
Date: 01/04/2023
We are in receipt of the
complaint filed by Mr. ****** ******** and regret to
learn of his dissatisfaction. HomeServe USA places
our customers at the heart of everything we do and considers customer
satisfaction of utmost importance. We take customer
complaints seriously and are happy to report that the issue is resolved.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation of the issue and as a result, called Mr. ******** on December 27,
2022, and confirmed that a HomeServe technician had been deployed to Mr.
********’s home on December 25, 2022. At Mr. ********’s request, a second
service call was scheduled for December 29, 2022, and assigned to an expert
technician who found no issue with Mr. ********’s upstairs heating unit. Mr.
******** accepted this outcome.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr. ******** to reach out to us with any
further concerns.Initial Complaint
Date:12/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Homeserve is charging me for a heating service plan, with monthly payments deducted. However, no service is available - the furnace broke down on the coldest night of the year and calls to their number are going to perpetual elevator music. It is IMPOSSIBLE to get the service that I have been paying for every month, for YEARS. I will be using another repair service and will have to pay their fees out of pocket - I expect Homeserve to reimburse that fully as they have breached contract and failed to provide services as detailed on the service agreement.Business Response
Date: 01/06/2023
We are in receipt of the
complaint filed by Mr. *** ******** and regret to learn
of his dissatisfaction. HomeServe USA places our
customers at the heart of everything we do and considers customer satisfaction
of utmost importance. We take customer complaints
seriously and have been working with Mr. ******** to resolve the issue.
In response to this complaint,
a member of HomeServe’s Office of the President conducted a detailed
investigation and determined that Mr. ********’s repair had been completed on
December 24, 2022, by a HomeServe technician. HomeServe contacted Mr. ********
on December 30, 2022, and offered him a discount on his policy premium for the
current term. Mr. ******** acknowledged the proposal and said he would follow up
at his convenience. We are awaiting his response.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr.
******** to reach out to us with any further concerns.Customer Answer
Date: 01/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.I have been contacted by Homeserve as requested as the outcome of this complaint, there was no resolution to the underlying cause or causes that resulted in the complaint.
Sincerely,
*** ********Business Response
Date: 01/23/2023
We are in receipt of the rejection
filed by Mr. *** ******** and regret to learn of his continued
dissatisfaction. HomeServe USA places our customers
at the heart of everything we do and considers customer satisfaction of utmost
importance.
In response to Mr. ********’s
initial complaint, a member of HomeServe’s Office of the President contacted
Mr. ******** on December 30, 2022, and offered him a discount on his policy
premiums for the current term. Mr. ******** accepted this resolution on January
10, 2023.
In response to Mr. ********’s
rejection, on January 23, 2023, a member of HomeServe’s Office of the President
contacted Mr. ******** with the findings of a root cause analysis of his
experience submitting an online repair claim on December 24, 2022; we remain in
contact with him regarding his attempt to submit a claim over the phone.
We
appreciate you bringing this matter to our attention and giving us the
opportunity to respond. We welcome Mr. ******** to reach out to us with any
further concerns.Customer Answer
Date: 01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ********
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